Hey there, fellow Zendesk Luminaries! š
So, Iāve recently stepped into the team lead shoes (theyāre surprisingly comfy, by the way), and Iāve encountered a little hiccup. One of our agentsāa promising star in trainingāseems to be losing their way. Their response times? Slower than a snailās crawl, and their empathy levels? Chillier than an ice cube.
Now, Iām not here to launch a rocket at themāI genuinely want to help. But as a newbie team lead, Iām feeling a bit like a lost asteroid. How do you all handle struggling agents without accidentally turning them into black holes of despair? Any practical tips or tricks? š
Iām all ears (well, metaphorically speaking). Share your wisdom, and letās light up this thread! ā
Thanks a million, fellow Luminaries! May your SLAs stay green and your coffee stay strong.Ā š
(P.S. I hope this topic isnāt too off-topic for our community. If it is, feel free to redirect me to the right coordinates!)